Choosing and creating datasets

In Explore, a dataset gives you access to your Zendesk data. Each dataset contains metrics and attributes that help you query your data. Before you begin to create reports, you must choose a dataset that gives access to the information you want. Explore features a range of different datasets that enable you to query your support tickets, Talk calls, and more. Typically, you will choose one of these datasets. However, you can also create copies of these datasets for testing (for example, if you want to create custom metrics).

Ticket Updates: Report all updates made to tickets during their lifetime.

Zendesk Talk datasets

The following datasets can be used to produce reports based on your usage of Zendesk Talk:

Calls: Report about your call center and agent activity.

Zendesk Guide datasets

The following datasets can be used to produce reports based on your usage of Zendesk Guide:

Answer Bot: Reports about the effectiveness of your Answer Bot use.

Knowledge Capture: Reports to help you understand the efficiency of selecting articles to deflect support tickets.

Zendesk Chat datasets

The following datasets can be used to produce reports based on your usage of Zendesk Chat:

Chat Engagement: Reports about your customer engagement using Chat.

Choosing a dataset

To access you business information, you must choose a dataset. To help you understand the information you can report about from each dataset, see Metric and attribute reference.

To connect to a dataset from the datasets library

Click the Datasets icon ().

On the Datasets library page, select the product you would like to access data from.

The Queries page opens, where you can select an existing query, or create a new query.

Creating a new dataset

In some circumstances, you might want to create your own dataset, for example, if you want to experiment with the data structure, or practice working with custom formulas. If you create your own dataset, formulas and queries from the original dataset will not be available. For most purposes, choose from one of the built-in datasets.

To create and connect to a new dataset

Click the Datasets icon ().

In the Datasets library, click New dataset.

On the Select a source page, choose the product you want to create reports for.

On the Select a dataset page, enter a name for your new dataset, and then choose the source data that you want to query, for example, Tickets.

Click Done.

The query builder page opens, and you can begin to create queries based on your data.

Renaming a dataset

After you create a dataset, you can change its name by using the following procedure. You can't change the name of the built-in datasets.

To rename a dataset

Click the Datasets icon ().

In the Datasets library, select a dataset and then click the options (…) menu next to it.

HI, where do we stand with connecting two sets of data sets? I'm trying to create a dashboard that shows the # of tickets solved, AVG handle time of each ticket, and CSAT. I don't think I can currently do that.